Customer experience (CX) is the heart of any successful business. In this category, you’ll find insightful articles packed with actionable strategies to transform your customer interactions. Discover how to leverage empathy, personalise your approach, and utilise technology effectively to create a seamless and delightful customer journey. Gain expert advice on building customer loyalty, reducing churn, and turning happy customers into brand advocates.
Unleash the power of exceptional customer service! Dive into articles exploring the latest trends, tips, and strategies to elevate your customer experience and build lasting brand loyalty.
To cope with the avalanche of digital information and activities, customers — like organisations — are increasingly turning to automation. There’s a lot of discussion about how enterprises continue to …
CX transformation projects can take years and cost millions of dollars. Though the potential benefits are enormous, CEOs can come under immense pressure to justify the costs. According to the …
As a focus on Customer Experience (CX) in business and media continues its rise in popularity globally, a common question that is often asked – who owns the customer? Particularly …
Australian retailers are investing in mobile technology to improve instore experiences for customers. According to recent research from VDC Research, commissioned by SOTI inc, 34% of retailers are investing in …
Happy customers are cheaper to service, less price sensitive and less likely to churn. Customer happiness goes beyond customer satisfaction by creating an emotional connection with a brand’s products and …
Customer journey mapping has been an important tool for CX professionals over the years. Journey maps have helped us to understand when and where customers interact with the organisation. They …
Customer expectations are outstripping the capabilities of companies to meet them. The problem, according to a range of recent research and opinion, is the lack of investment in digital business models that enhance operational capabilities while creating value for customers. Companies that don’t fully embrace digital transformation will be fighting an uphill battle to keep customers satisfied.
AI (Artificial Intelligence) is currently reshaping the customer experience. It is being used in a range of contexts to provide intelligent, convenient and informed customer service. AI’s biggest opportunity, however, …
Research from Forrester shows that most CX initiatives were stalled in 2018. The outlook for 2019 maybe worse. Organisations are faltering in terms of improving CX quality. Forrester predicts in …
Essential Energy is one of Australia’s largest electricity distribution networks, supplying power to 95 per cent of New South Wales (NSW) and parts of Southern Queensland. In the past, it …